AI seller
What your AI seller does, where its answers come from, each part of its setup, how changes are published and what it does not do.
On this page
What it does
Your seller answers with what you set up in Seller: your business, its shipping and payment methods, its personality, its messages, your Flows and Rules and your FAQs, plus your Products catalog. It always uses the version you published (FAQs apply right away), and it is the same seller on all your channels.
Finds and recommends
Finds in your catalog what the customer asks for.
Answers questions
With your FAQs.
Sends photos and videos
Of your products.
Puts the order together
And records it in Orders.
Explains how to pay
With your payment methods and, with Mercado Pago, a payment link.
Shares your promotions
The active ones, with their terms.
Listens and looks
Voice notes, photos and screenshots from the customer.
Speaks their language
Replies in the language the customer writes in.
Hands off to a person
Pauses the chat and flags it for you.
The parts of your seller
Your business: What your seller knows about your store.
My business
Your store, who you sell to and your social media.
Shipping & timing
Zones, shipping types, costs and timeframes.
Payment methods
Payment options, instructions and your QR.
Frequently asked questions
Your business's questions and answers.
AI Agent: How it serves and how it sells.
Personality
Name, gender, tone, length, emojis and Savings mode.
Messages
Handoff, business hours and other messages.
Flows and Rules
The stages of the sale, from greeting to close.
Templates: seller setups ready to import →
Personality and Savings mode
You can set its name, gender, response length, tone, language, communication and sales style, words to avoid, allowed emojis and whether long messages are split.
Meta charges for each message your seller sends on WhatsApp. With Savings mode, if your plan includes it, WhatsApp only, your seller replies in fewer messages, about 60% fewer, and you choose what to save: Don't split the text, Text with media, which uses the text as the caption of the photo, video or document, and One photo per reply. During the 7 free days of a customer who came from an ad, the seller replies as usual.
What Meta charges and how Savings mode helps →
Messages
In Messages you set default messages for some parts of the conversation: the greeting, when to hand the conversation to a person, what someone writing outside your hours gets, and what is sent if something fails.
- Greeting: the first message, edited in Flows and Rules.
- Handoff situations: when the conversation goes to a person.
- Outside hours: what someone writing outside your business hours gets.
- If something fails: what is sent when your seller cannot reply.
In Handoff situations you define the cases in which the seller passes the conversation to a person. You write them yourself or pick a suggested one: Payment issue, Out of stock, Return, Serious complaint or Product not found.
If you set Your seller's business hours, messages that arrive outside those hours are not answered, not even when the seller becomes active again. You can add an optional message for people who write outside those hours.
Flows and Rules
In Flows and Rules the sale is built in stages. Each card is a moment of the sale, such as the greeting, the catalog or checkout, with its goal and its instructions, and the arrows say when it moves from one to the next. What only applies at one moment of the conversation goes in its stage. The first message is built in the Greeting stage, under Greeting messages: text, photos, files, catalogs and links, sent in the order you put them.
In the Greeting step, How it is sent decides how your greeting goes out: Exact, no answer (sent as written and, if they asked something, it answers when they write again), Exact and answers the question (sent as written and answered right away) or Adapted by your seller (said in its own words, based on what they wrote). Reply without greeting only appears if it was already set. If your flow has no Greeting step, the greeting is edited in Initial message.
If you write a link in a Flows and Rules stage or in an adapted greeting (for example, your WhatsApp group, your catalog or a pickup-point finder), your seller sends it to the customer complete and exactly as you wrote it. Your seller chooses when in the conversation to send it.
The seller only moves to another stage when the customer writes: there is no timer or setting that sends the next stage if the customer does not reply. If the customer has to get something without writing again, put it in the same stage.
Frequently asked questions
"Frequently asked questions" or "FAQ" can mean one of two things: your business's general questions (shipping, payments), which are the seller's Frequently asked questions, or questions about one specific product, which go in the Seller help section of the product page.
Your seller already knows how to give out your store's WhatsApp and social media: if a customer asks for your number or whether you are on Instagram, it answers with your real details, without you adding an FAQ. It gives your WhatsApp if it is connected, and your connected social accounts first, then the ones in My business, with no links. It does not give your WhatsApp as a number to pay to: for that it uses your Payment methods. These details update every time you publish your seller.
Publishing changes
What you change in your seller is saved as a draft. While you see You have unpublished changes, your customers keep getting the previous version: the changes reach them when you publish with Publish, except FAQs, which apply right away. Discard changes replaces the draft with the last published version, and it cannot be undone.
Draft
Your unpublished changes. Your customers don't get them yet.
Published
The version your seller is serving with right now.
Test your seller: the draft or the published version, before your customers →
What it does not do
Your seller talks like a person on your team: it replies with text and media, with no WhatsApp buttons or interactive lists, which is what bots send. If you want the customer to choose between options, ask in a Flows and Rules stage for the seller to offer them as a written list. Message templates in Campaigns can carry buttons.
Your seller takes as a receipt an image that is recognized as a payment receipt (a bank transfer, a wallet payment, a voucher). If the customer sends another photo, such as a product picture, it does not use it as payment: it asks for the receipt and does not confirm the sale as paid or say it received one. If an image cannot be classified, it is accepted as before: check it in the order's Payment receipts.
If it stops replying
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